ORLANDO INTERNATIONAL AIRPORT, FLORIDA -- My family and I recently traveled Southwest Airline to Orlando, Florida from our home State of Rhode Island. Our flight from Providence, RI on the morning of March 1, 2009 went off without a hitch and their staff was friendly and courteous. However, we experienced a very different and troubling reception at Orlando Airport for our return trip home on March 5, 2009.

Allow me the opportunity to provide some relevant background information. I am 54 years old and my wife and I have been married for over thirty years. In addition to having three biological children, my wife and I had decided to become foster parents in 1989. This opportunity subsequently led to the adoption of three children, two of whom have special needs.

Our child with the most severe needs was a recent recipient of “A Wish Come True.” My daughter has a rather rare and unusual chromosome abnormality. As a result, her world is one of rituals, the need of constant assurance, repetition, scheduling and planning. I only know of three known cases in Rhode Island at the time of this writing. The manifestations of this affliction are presented as autistic-like behavior, Tourette’s Syndrome, Obsessive Compulsiveness disorder and a heightened state of anxiety. The most serious medical complication associated with this hardship is that there are an unusual number of deaths that occur during sleep. (In the 21 month period between April 2006 and December 2007, there was a reporting of the sudden, unexpected, and as yet unexplained deaths of six seemingly healthy young people with chromosome 15q duplication syndrome. The six cases of sudden and unexpected death involved young people of both genders between the ages of 7 to 26. All died during the night while they were in bed, presumably asleep.)

As a recipient of “A Wish Come True,” family members are presented with the final product. Planning is done by the wish organization. We were presented with a package instructing us where to be and at what time to be there. For example, our itinerary simple stated: March 5, 2009 Departure Information from Orlando. Airline: Southwest; Flight Number: 1613; Departure time: 6:30; Arrival Time: 10:25. There was no mention of a layover or a stop. Honestly, when all was said and done I was surprised when I learned this was not a non-stop flight.

The morning of March 5, 2009 was our last day of my daughter’s “Wish” vacation aboard the Disney Cruise Line Wonder. We had to be off the ship by 9:00 that morning. However, our flight home was not scheduled to leave until 6:30 that evening. We had no choice but go directly to the airport as we needed to follow our luggage for baggage check-in. (Apparently Disney has a partnership with some airlines that allow for direct ship-to-airline baggage transfer and check in. The owners of the luggage need not be there. We have since learned that Southwest does not have this type of arrangement with Disney.)

After several hours at the terminal, it was apparent that daughter's behavior was going to become an issue. My daughter’s way of thinking would be akin to, “Why go to an airport terminal if you are not going to fly on an airplane?” I asked one of Southwest’s service desk employees if it was possible to transfer to an earlier flight. We were told that accommodations could be made for my daughter and one adult; however, the remaining four passengers would not be afforded the same opportunity. If you knew my daughter, you would understand that this would not be a possibility; she traveled to Orlando with a group of six and she would need to travel back to Rhode Island with the same six people.

Our problem began when around 5:50 PM my daughter yelled a question from afar to your employee (wearing the name tag of Peter) at Gate 123. She asked when her plane would be there. I left my daughter and walked over to Peter to apologize for her loudness, stating that my daughter has special needs. He was gracious and asked, “Where are you folks traveling to?” I said we were going to Providence. He asked for my flight number. I told him I did not know the number off-hand, but we were going to Providence, RI. He checked his computer screen and said there had been a gate change, (he said there was an accompanying announcement as well stating such) and that we needed to be at Gate 125. He added that we should hurry because that plane was just about to begin boarding. I went over to my family and immediately retrieved the booklet that contained our tickets from my travel bag. Instead of going to Gate 125, I went back to see Peter who was engage in small talk conversation with another Southwest employee at the time. Nonetheless, I held out the ticket book for him to view, but instead he turned to me, and said, “Look man, I’m not pulling your leg. I just checked the screen. You need to be at Gate 125.”

I collected my family and hurried to Gate 125 where we were allowed to board the plane. We were seated and buckled-in after having placed our carry-on bags in the overhead bins. Within minutes, the same Southwest employee who allowed us to board the plane raced down the aisle, yelling to that we needed to, “leave the plane immediately. You are on the wrong plane.” My daughter began to have a panic attack. All she knew was she needed to be on a plane to go home and this man was telling us we had to leave. We were escorted to a Southwest service station where the representative at that desk asked, “Who told you to be at Gate 125?” I responded that it was the employee at Gate 123, whose name I did not know at the time. He immediately called over to Peter and asked if it was he that gave us the information as to where to go. I was not privy to his side of the conversation but I imagine it did not go well because when we returned to Gate 123 Peter’s demeanor had drastically changed. It was not his fault that we did not know where we were going. As my daughter panicked state is rising, my wife and I struggled to calm her down (“I want to get on the stupid plane!”) while at the same time trying to deal with a belligerent and extremely belittling Peter.

Allow me to regress and say that as the 6:30 departure time was approaching, my daughter was well versed and prepared to calmly board a plane and go home. The non-attention to detail by Peter and his rudeness after the fact was the catalyst for an escalation of everyone’s anxiety, especially for my daughter. As I am trying to calmly explain to my daughter that we would indeed be going home and there was simply a mistake made, Peter was shouting and reprimanding me.

In summary, the facts are that we are a family who was provided with very limited information. My itinerary from “A Wish Come True” simply listed a flight confirmation number, flight number and a departure time. Additionally, it came to pass that we needed to be at an airport terminal much earlier than the airline departure time. In my effort to keep my party together and on-track and my daughter with special needs calm, I saw one Southwest employee who told me that the most I can be afforded was a partial accommodation on a request for an earlier flight. There is a second employee (Peter) who insisted that we had been waiting at a wrong gate for many hours. There is still a third employee who allowed my party of six to board and be seated on a jet airline going to Providence, yet raced onto to plane moments later while yelling at us to get off. And finally we have Peter yet again who now is very willing and anxious to place the onus of blame and total responsibility squarely upon my shoulders because, “It’s not my fault that you don’t know where you’re going.” To add insult to injury, Peter’s last comment to my wife was, “I did not tell you to be at the terminal all day!” I guess he just needed to add that remark. (Upon reflection, I am very much surprised that the attendant at Gate 125 allowed us to board the wrong plane in the first place, especially in this day of Homeland Security. My best guess is that he collected our tickets, let us board, and then ran the boarding passes through the electronic equipment which alerted him of the error. He would then need to race onto the plane and remove our party from the incorrect flight.)

“A Wish Come True” strives to take the stress and worry of planning a child’s wish off the shoulders of the family. As I stated before, the wish recipient’s family is presented with a final package that simply instructs you where to be and at what time. In hindsight, I probably should have investigated the details of the flight plans and arrangements so as to have a greater understanding. I had not known that the jet we would ultimately be flying on was going to make a landing at Baltimore first. I only knew that we would be flying from Orlando, Florida to Providence, Rhode Island.

I would expect Southwest Airline to be professional in what they do and courteous in the treatment of their customers. Unfortunately, the attitude at Southwest was a far cry from the politeness and acceptance that we were afforded by the staff at Walt Disney Cruise Line. There was little sympathy or patience extended by Southwest Airlines to my family which included a child with involved special needs regardless that we had spent nine hours in your terminal. Peter’s conduct was such that the members of my party were made to feel that we were a bother; another unwelcomed, perhaps non-educated Southwest customer and that, given the choice, he really would have preferred to have nothing to do with us.

Rhode Island is a small state and I am an involved parent. I will be sure to share the details of our experience with the organization of “A Wish Come True.” Further, I will make a concerted effort to share my account with any and all agencies that provide care and services to our population of individuals with special needs.

I have sent this same letter to Southwest Airline’s customer relations but I am not under any illusion that a reprimand or, more importantly, a needed change will come of it. Southwest Airlines has left a lasting impression with my family. It’s not a very pleasant memory, but it is sure to be a long and lasting one.

Addendum: I have since received a response from a representative at “A Wish Come True.” In part, it reads, “I will be contacting the folks at Southwest Airlines to express my disappointment in the service or lack of service that you received. The flights were direct and our organization was billed for two direct flights. There were to be no stops or layovers. The time of departure, 6:30pm, was so that you could have a direct flight.”

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Southwest flight change extortion

Posted by Erik on 08/07/2012

Rating: 1/51

NAPA, CALIFORNIA -- Let me start off by saying I generally have had positive experiences with Southwest in the past. That being said they have failed miserably on my most recent encounter with the airline. My wife and 10 week old son were set to return from a family trip to Iowa this week when my wife came down with the flu. When we tried to move her flight the first time I was charged an additional $142 and I was told it was due to changing the return city from SFO to Sacramento. I understood that and was told IF I needed to change my flight again due to her illness that as long as the itinerary stayed the same I would not encounter additional change fees.

Unfortunately my wife is still down with the flu and I had to extend the return flight this morning once again to give her time to rest. I was told to do so, even though I was using the same itinerary, that I would be charged and ADDITIONAL $150. My original cost was $210 for the return flight. My current cost to get my family home is now $502. All of this and the customer service agent tried to tell me SW does not have "change fees". That is blatant false advertising. They can say they do not have a change fee and claim that "her original fare was no longer available" but this is a change fee no matter how you slice it. Again, I was fine with the $142 as I changed the itinerary but the last $150 this AM is utter extortion. I feel taken advantage of and I just hope that you don't get sick if you fly Southwest.

The irony is my wife most likely got sick on their plane. Great little profit center they have created.

Southwest - I am 31 and travel for business at miminum twice per month. You have lost my business along with the business of anyone I can convince not to fly with you and it's a shame because your flight attendants are some of the best in the business. It's too bad your customer service and business practices do not match their professionalism.

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SouthWest Boot Sober Passenger

Posted by Erinn on 07/15/2012

Rating: 1/51

HOUSTON, TEXAS -- "Flight 657 (New Orleans to Houston) was delayed; there was about 15-20 minutes between departing 657 and boarding flight 3506 (the connecting flight to Philadelphia). The arriving/departing gates were in closeness. I decided to use the bathroom and then, with my colleague, went to Buffalo Wild Wings for a beer, to go. The bar attendant put it into a clear plastic cup and we walked across to the boarding gate.

"I sat with my daughter and we both fiddled with our cell phones as they charged. I approached the counter to inquire if flight 3506 had been delayed and to verify that we were at the correct gate. Many passengers' gates were changed (last minute), and the personnel looked frustrated in dealing with the overcrowding and standby situations. I struggled to limp to the counter because of leg pain. When I approached the counter, [the Southwest Customer Service representative] stated that our flight would be boarding in 10 minutes, however I would not be allowed to fly. I actually thought she was joking.

"She stated that I was drunk. I asked her if she was kidding. I offered to recite the Gettysburg address or to say the alphabet backwards. She asked me if I was on any medication. I disclosed that the only medication I take was for ADHD. She remarked that that medication should not be mixed with alcohol ... She handed me a piece of paper with writing on it and instructed that I take it to the Hilton and that they would give me a room. She also questioned if I wanted her to call the cops. I responded that was exactly what I wanted her to do.

"When the police arrived he spoke with me and informed me that the airline reserves that right to refuse passengers. He also told me that he knew I wasn't drunk but could not give me a breathalyzer, as they are only used in traffic situations. I was advised by an observer that the situation was not fair and suggested that I go to the hospital for a toxicology report for proof of random mistreatment. The hospital personnel and hotel staff were equally in shock when learning of the situation. They were so embracing. They helped alleviate the distress of the situation."

Erinn says that she called Southwest, but was again told that the airline reserves the right to refuse passengers for boarding. She also received an automated e-mail response from Southwest saying that they are looking into the incident. She says that she feels "so dis-empowered; as a patron, customer, and a citizen. I just couldn't believe this mistreatment could be legal." She says she will never fly Southwest again.

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The LUVLESS Airline

Posted by travelinbry63 on 01/02/2012

DENVER, COLORADO -- Today at DIA at Southwest Airlines has been the worst experience my partner and I have ever had. After a 2+ hour delay in Minn-St. Paul due to a mechanical problem the plane finally left for Denver and the rude SWA staff that awaited us. Upon arriving at the airport our delayed flight pulled in moments prior to our connecting flight was to leave. Of course our departing flight was delayed prior to the mechanical problem, which was discovered on the runway, due to late passengers. SWA DIA does not seem to believe in a short delay to get passengers on the flight and instead gave our seats away and closed the door as we arrived at the gate. Adding insult to injury Michelle R who was a Customer Service Supervisor that came from the far regions of hell on this fine 2nd day of the year arrived at the desk to talk to us with attitude. Waving her hands and disrespecting us as customers she took the approach that instead of defusing the situation as a good customer service agent she would threaten to have use removed from the airport and not fly and only further inflamed the situation. After a few words were exchanged, none of which were threatening in any way, Mrs Reed picked up the phone and called the police. We left to find the police ourselves. Finding them we spoke with them and then to D Danielson who was the supervisor for Mrs. Reed. Of course this exemplary employee for Southwest went on to accuse of threatening her with bodily harm. Evoking the great power these little people have over every one of us that flies. Ultimately we were escorted out of the airport by the police. Lied to by Southwest Airlines a few more times and booked on a flight home the next day. Leaving us stuck at DIA without getting to important business and with a very bad taste in our mouths for an airline that speaks of LUV and the best customer service in the business. Actually, based on this interaction they have gate agent supervisors that are willing to lie to empower themselves beyond the power they should hold. I write this to say beware of SWA and the DIA staff. You may not get to where you are going and be accused of being a terrorist because SHE can.

By the way I have the highest status with SWA imagine how this child of the devil would be with the average Joe.

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Military Police Equipment Stolen Out of Luggage.

Posted by dgunman on 12/03/2008

This letter is being sent to you concerning my baggage being open and individual items stolen. I am hoping to get this resolved in a timely manner.
On 26 September, while returning to my home after doing military duty in Providence, R. I. at the War College, I checked my luggage through TSA. TSA never opened my luggage there for you are required to stand-bye until it clears the x-ray machine. I observed the Southwest employee take my luggage so it could be sent down too the plane for loading. While in Providence, I had about an hour and a half wait for Flight 290 to Chicago. I had a stop at Chicago Midway Airport for about an hour for Flight 266 and then preceded onto Tucson, AZ. Upon arriving in Tucson, I noticed that my luggage has been opened. After inspecting my luggage, I discovered that all my military police gear has been stolen, except for my duty belt. This consisted of two handcuffs, SOG EOD multi-tool with case, cuff key (long version), and a Cabelas 9v Flashlight (Same style as the Surefire 9P.). I talked to the Baggage Claim Officer of Southwest at the Airport in Tucson and got a report number and that is: 1002374781.
Over the next several days, I contacted TSA and they said there would have been no reason for TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R. I. I made contact with several people at Southwest with one being a “Sue Ann Larsen” telling me she would email me the forms and info on filing a claim with Southwest. I never did hear from her or get the email, and my last contact with Southwest out of Dallas, said Southwest will probably not do anything about replacing the stolen items for they are only responsible for the outside part of the luggage. This is not acceptable at all. I know Southwest contracts out its luggage handling, however that does still make them responsible for the actions of their contractors. Enclosed is a copy of what is would cost for me to replace the items stolen and that is: $208.13.

I am writing this letter in regards to items stolen out of my luggage during a recent trip with your airlines. I am hoping to get this resolved in a timely manner.
I am a Petty Officer in the United States Naval Reserve, and have proudly defended my county in both active duty and in the reserves for many years now. On 26 September, while returning to my home after serving military duty at the United States Navy War College in Providence, R. I., I checked my luggage through TSA in order to board a SouthWest Airlines flight home. TSA agents never opened my luggage there for you are required to stand-by until your luggage clears the x-ray machine. I observed the SouthWest employee take my luggage from the checkpoint so it could be sent down too the plane for loading. While in Providence, I had about an hour and a half wait for Flight 290 to Chicago. I had a stop at Chicago Midway Airport for about an hour for Flight 266 and then preceded onto Tucson, AZ. When I picked up my bags in Tucson, I noticed that my luggage has been opened. After inspecting my luggage, I discovered that all my military police gear has been stolen, except for my duty belt. This consisted of two handcuffs, SOG EOD multi-tool with case, cuff key (long version), and a Cabelas 9v Flashlight (Same style as the Surefire 9P.). I talked to the Baggage Claim Officer of SouthWest at the Airport in Tucson and got a report number and that is: 1002374781.
Over the next several days, I contacted the TSA and they said there would have been no reason for the TSA to re-inspect my luggage in Chicago since it had been x-ray-ed in Providence, R. I. I made contact with several people at SouthWest with one being a “Sue Ann Larsen” telling me she would email me the forms and info on filing a claim with Southwest. I never did hear from her or get the email, and my last contact with SouthWest out of Dallas, said SouthWest will probably not do anything about replacing the stolen items for they are only responsible for the outside part of the luggage. This is not acceptable at all. I know SouthWest contracts out its luggage handling, however that does still make them responsible for the actions of their contractors. Enclosed is a copy of what is would cost for me to replace the items stolen and that is: $208.13. I sincerely hope that SouthWest airlines would live up to its obligations under law to handle my luggage and not allow its employees or contractors to steal my property from my luggage without giving me just recompense. I think it would be quite shocking for the public to learn that your airlines also would let this happen to a member of our Armed Forces actively serving our great country, only to be ignored and be told that that is not your airline’s concern. Please consider these letter a claim for the stolen items, or if you do not do business that way, a request for a claim forms.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Their resonse:

We realize that perhaps the single most frustrating experience - for both the Customer and the airline - is when a Customer finds something missing from their checked piece of luggage. When this happens, the ideal solution would be to offer recompense for the loss - unlimited liability simply cannot be justified.
On a daily basis, we accept sight unseen thousands of bags for transport, and theoretically, everyone that checks a bag could file a missing article report. There are certain policies that we must follow when resolving a baggage claim. Unless there is evidence that a bag has been improperly handled (delay in delivery or signs of exterior damage), we do not accept financial responsibility for missing articles. We make every effort possible to locate the property but if neither of these conditions were a factor in the reported loss; unfortunately, we are unable to accept liability. You may however have recourse through the Transportation Security Administration (TSA). Under their direction, all checked luggage must undergo some form of screening and in some cases; federal screeners will open the bag as part of the screening process. When there is a need to open a
bag, the TSA screeners exercise great care to ensure that the contents are properly returned to the bag and a written notification is placed inside or a plastic tag is secured to the outside of the bag. In the event of loss or damage, TSA will assess, on an individual basis, claims that are made to their office. If you have questions and wish to pursue your claim, you should immediately call the TSA
Consumer Response Center toll-free at 1-866-289-9673. To protect your rights under Federal law, you must submit your information in writing to their office at the following address:
TSA Claims Management Office
601 South 1th Street - TSA 9
Arlington, VA 22202
Hopefully, you will be able to understand our position in this matter and will not allow this experience to permanently tarnish your image of our airline. You are a valued Customer, your patronage and confidence are equally important to us and we look forward to the opportunity to service you again.

Anita Weaver

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Horrible Experience!

Posted by bun on 08/06/2007

Last year, SW was actively marketing to repeal the Wright Amendment. I was very excited when a compromise was signed at the end of last year, and for the first time, we were able to fly round trip from Dallas to Orlando.

On Friday February 2nd, we took Flight 21 from Dallas to Houston. Then we took Flight 1172 from Houston to Orlando. We checked in online so we got the A boarding cards. On Flight 1172, the flight was completely full, and a gentleman with a young son came on board with C boarding cards and could not find 2 seats together.
A flight attendant announced, would anyone give up a seat(s) so that the father and son could sit together. No one volunteered. She announced again that if they could not find a seat together, then the crew would delay the whole flight. So, I thought the nice thing would be to give up our seats. I took a window seat, couple of rows in front of my original seat. My finance took a middle seat, 2 rows behind me, on the other side.

As people started boarding, we had a guy who also sat in an exit row and put his computer bag in the seat next to him. She greets him and talks to him and never demands that he move the computer bag. She asks him very politely if he wanted her to move the bag up in the overhead storage for him. I was upset by that time, and I decided that I needed to get her name so that I could report her for discrimination. I was not sure if it was because I was female or Asian.

We will NEVER fly Southwest again. A lot of my friends had experience bad service with SW, and they won't fly with them.

What happened to your focus on great Customer Service? I have never been treated so poorly in my life!

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Theft from Checked Luggage

Posted by ErinBrogan.2669 on 09/23/2011

Almost three weeks ago now, I flew Southwest Airlines via Midway (MDW) airport to Phoenix (PHX) Skyharbor Int'l Airport. When I arrived at my destination, my Macbook, GPS & bag of jewelry were no longer in my checked luggage I pulled directly off the belt.

The Phoenix police looked at security tapes leaving only one location left, Chicago. The police in Chicago did nothing but mail me a letter confirming I called them about 7 days AFTER I returned home from vacation.

It could only have been either a Southwest employee after my dad and I dropped our bags off at the curbside checkin or a TSA employee scanning our bags, as my dad received a notification in his bag, but I did not (what thief would promote his job title?). Now to clearly think like a thief, the Southwest employee would have to rush to get our bags on the plane, because we were definitely running to catch the flight. They have no idea what is packed in the bag, and just turn it over to TSA before it enters the belt onto the plane. The TSA agent, on the other hand, screened the bag, knowing full well what was inside, with no need to ruffle the bottom portion of my luggage (which was left neatly packed exactly as I had left it and strapped in). So, there is a TSA thief still working at Midway Airport. Almost three weeks later I finally was able to contact someone at Midway working in TSA who stated, "I received your complaint pertaining to your missing items from your checked luggage. While we have had numerous incidents here at Chicago Midway similar to yours, we have found that no TSA employee at Chicago Midway has been involved with any missing items from passengers luggage. However, we have no problem with investigating this issue for you. In order to do so, I am in need of some additional information." I sent this information all in already, but sure I can forward ANOTHER copy. With all the talk of the drug rings, money hoards, and IPODS down pants, I assume full well this guy is going to be no help, not look at the tapes and rather continue to support his lying, thieving employee. Communication with airlines and airline affiliated government programs, such as TSA, is horrible. After three weeks, do you really think you are going to recover my things? Something should have been done immediately, not just paperwork, but actual physical search of the videos and employees the second that call was made for future customer satisfaction and future flying safety. If this guy is checking bags, what does that say about the safety of our country? Nothing. He's too preoccupied with his own money scheme.

All Chicago, Midway fliers need to be aware that their bags are not safe.

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Southwest Crew Calms Passengers on Delayed Flights

Posted by SteveWiginowski on 07/05/2011

When my wife booked our trip to Disney World, we decided to fly Southwest, since I had a rewards ticket and a gift card. I actually prefer to fly Southwest because I know that if a problem comes up, it's fairly simple to fix.

Our flight from PHL to MCO was scheduled to depart shortly after 6 PM on Tuesday, June 28th. We boarded (and were lucky enough to sit in an exit row) and the plane moved towards the runway. While on the runway, there was an announcement that there was a delay and they would update us with more information. We found out that there must have been a change in the wind, so we had to change runways (along with every other plane). It was about a 75-90 minute delay that we endured on the runway. Eventually we got up in the air.

When they came around to take drink orders, my wife, and a few other people, ordered an adult beverage. I had a Southwest coupon for a free drink, but they said that since there was a delay, they wouldn't be charging anyone for drinks. I felt that this was a very nice gesture that the crew did, even though the issue was something that Southwest could not control.

On our return flight, we were scheduled to leave from MCO to PHL on Monday, July 4th at 3 PM. We got to the Southwest kiosk to check our bags just before 1 PM. The lady there said that our flight has been delayed by 3 hours (for a reason that she was unaware of). She notified us that each of us will be receiving a $100 Southwest Airlines voucher for our troubles. We were told that there was an earlier flight that she could put us on standby for, which would get us in 90 minutes sooner, but went through Providence, RI, then changed planes. I decided to stick to the original flight.

We went through security and relaxed for a while before our flight was ready to board. I noticed that they announced several times that if someone didn't receive their $100 voucher, please do so. They also did it one more time once we got in the plane, just to make sure that everyone was aware of it and received them. They also notified us that the reason there was a delay was because of a mechanical issue on a plane, so we would be using a different plane that we were waiting to arrive from Houston.

We did eventually board and backed away from the gate. We stopped. The weather was creating an issue for people traveling into the DC/PHL/NY area. About 45-60 minutes later, we eventually were given the clearance to head out. While we were waiting, the crew played music and did what they could to make the situation a little bit better. Again, while in the air, they did not charge for drinks due to the delays. The delay, while an annoyance, gave everyone on the plane a great view of several different firework shows as we were approaching Philadelphia.

The overall experience was pleasant on both plane rides. I don't know when my next trip will be, but most likely it will be with Southwest Airlines. I also plan, at some point, to write a review on a few of the places we went to on our trip.

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Beware - You Get What You Pay For.

Posted by mg1 on 12/15/2010

First of all, the flight was delayed because of some type of mechanical failure on the plane, when we get the word that its safe to fly because the defective part is not that serious (which is what the pilot tells us in his welcome aboard speech right before he takes off) we fly to Orlando for a transfer to Ft Lauderdale once in Ft Lauderdale we realize all the bags on the conveyor has been claimed so we go to baggage claim they tell us our luggage did not make the transfer, but they know that we are in Florida because we are leaving for a cruise set to sail at 5pm, they promise they will have the bags to us by 3pm as soon as the next flight from Orlando comes in, we are like are you sure, they say we promise the ship dock is right down the road from us less than 5 minutes, the bags will be there we could see Carnivals red white and blue whale fin so we think they might be telling the truth. Well around three we start calling, first call southwest says the plane just got here and the crew on board tells us your bags are on board they will be right there, second call 3:30 south west says the bags have left they should be on board, now its 8 of us my wife and I, her sister & husband, my inlaws, & my sister in laws in-laws, so between the 8 of us we called them probably 2 or 3 more times and they continue telling us our bags are on the ship until the last call which we had to call from the ships phone at customer service because we no longer had cell phone service this time they say the bags are in Ft Lauderdale they thought they had sent them to the ship. They tell us they will refund what money we spend on clothes, toothbrushes, & etc, OK we can get toothbrushes and things like that but we are going to be at sea for the first 3 days we want our clothes we already bought clothes for this trip, so after talking to every supervisor at the company they fly our bags to our first port of call Puerto Rico we finally get our bags after three days, all of our jewelry, watches, evening gowns, dress shoes, cologne, used deodorant, camera, bathing suits, sneakers, even used underwear gone. Probably stolen in Puerto Rico or could even in the states but that doesn't matter still mad, and they say they are not responsible. My advice carry on anything you don't want lost or stolen I was trying to be easy to get along with, trying not to extend the naked body scans and searches they perform by checking everything. Sorry for typing so much but just needed to vent, cause southwest doesn't care, some we talk to act like they find it to be funny. At least we made it back safely, I am thankful for that.

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Their error....my money...their pocket

Posted by no longer appreciative of Southwest on 09/26/2009

I will cut and paste most of what another individual posted here as it also applies to me. Except when I checked in July 09 to make sure my money/credits would still be available to me until Dec.09 in July 09 I was assured by Southwest representative that it was...along with a voucher for 429.50. I called September 09 and guess what I'm informed that my OWN money of 76.00 is gone. The "Supervisor" just kept telling me they were sorry about the representative error but that they could do NOTHING and stated the following as they did to this person: "If you have $1 from an old reservation and add $300 to book a new ticket, the entire $301 expires on the old reservation date. They claimed that other airlines have the same policy which I verified was not true. They also claimed that this policy is clearly on the purchasing screen which is not true. They also claimed that the expiration date is on the top of the confirmation which is not on the fax copy I received.

They have obviously changed their policy to get every dollar out of the Customer whether they have earned it or not. Be careful since there is a new Southwest Airlines and they have a #1 focus on revenue NOT customer service!"

And all they would do is keep repeating how sorry they were. On top of this I had a 51.00 and 30.00 due for 81.00...5.00 was deducted with my OK for 5.00 security fee on subsequent prepaid trip..leaving the 76.00 I had planned to use with the voucher that expires Dec,09. Now that I'm told that 76.00 is gone..I'm told if I had at least 50.00 in one transaction/one way (the other was 30 on return part of trip)...that for a fee of 50.00 I could get MY money back for example I had 51.00 (but since they took the 5.00 security fee from this one...how convenient) only would have 46.00 so not eligible...but if I had 51.00 they'd deduct 50.00 for the "processing fee" and return 1.00 to me. I had to have them repeat this as I couldn't believe what I was hearing. My 76.00 paid on same credit card I've been paying on many flights with them over the years they couldn't/wouldn't return but would credit...then due to their error...they keep, tell me repeatedly they are so sorry but can do nothing..yet if I had 50.00 or more they can with a 50.00 fee! So now, instead of recommending them to so many on principle, I will actively encourage others to use other airlines and will let many know of how unprofessionally I was treated and how greedy this airline is over 76.00.
I have no doubt that they will lose quite a bit of revenue when this is shared. So Southwest are you happy now?
PS. I happen to be a cancer patient when needing to fly in/out national medical center am eligible for free angel fights but try to pay my own way on limited income while I can ...they didn't care.